Spark Smart Modem - How to troubleshoot WiFi cutting in and out

Determine number of devices experiencing disconnections

1. Turn it off and then on again. Test connecting to your WiFi network and see if problem continues.
2. Check your device is not in Aeroplane mode.
3. Ensure that the WiFi is enabled on your device.

Troubleshooting single device

If you only have one device to connect to your internet connection. The problem could be with your internet connection or the device itself. To troubleshoot the device, try these steps.

1. Turn it off and then on again.
2. Check your device is not in Aeroplane mode.
3. Ensure that the WiFi is enabled on your device.

The troubleshooting steps differ depending on if you're testing with WiFi or an ethernet cable. If possible, test both the WiFi and ethernet. These steps will cover the troubleshooting process for testing over an ethernet cable.

If you only have devices that are capable of connecting over WiFi, please follow the Troubleshooting your WiFi network.

Spark's diagnostic tool

To automatically test your connection, you can sign in to MySpark and run the diagnostic test. Run Spark's diagnostic test

If you haven't registered for MySpark, you'll need to do this first. Register for MySpark

Check for a network outage

Before troubleshooting your internet connection, we recommend checking for any outages in your area. View Spark network outages

Restart your modem

Sometimes a simple reboot of your modem can fix the problem.. To do this, press the Power button on the back of the modem, wait five seconds, then turn it on again. Wait for two minutes for the modem to start up and test.

Check the cables

It is important to check that the cables are plugged in properly and not damaged. Ensure there are no loose connections. Make sure you use the original power plug that came with the Spark Smart Modem.

Factory reset your modem

Factory resetting your modem will restore its settings back to default. This can resolve any internet related problems if they are due to a modem setting configuration. Learn how to factory reset your modem

These steps will cover troubleshooting for no internet on devices that connect over WiFi. Run through these steps if you do not have devices capable of ethernet connectivity or are experiencing issues in connecting over WiFi only.

Restart your modem

Sometimes a simple reboot of your modem can fix the problem. To do this, press the Power button on the back of the modem, wait five seconds, then turn it on again. Wait for two minutes for the modem to start up and test.

Check the modem lights

The modem’s LEDs can tell you if your modem is working correctly. If they are NOT flashing properly, you’ll need to redo the installation process in case it was not done correctly. View what your modem lights mean

Check you're connected to the correct WiFi network

If the WiFi network is open for connection, it will show up under available WiFi networks on your device. If it’s not showing up, double-check that you’re looking for the right name. The default name and password are on the bottom of your modem. If you have changed the network name or password and forget what they are, a factory reset will restore the default name and password. Learn how to factory reset your modem

Position of your modem

The position of your modem can influence the WiFi quality received by your devices. Follow these tips to ensure you're getting the most from your modem.

• Where possible, place your modem up high.
• Dense obstacles such as walls, floors, ceilings, hot water cylinders, aquariums etc. limit WiFi performance and range.
• Don’t place the modem near electronic devices such as microwave ovens, cordless phones or wireless transmitters like baby or room monitors. These can cause interference with your WiFi signal.
• Don’t place the modem in an enclosed space such as a cupboard, under or behind a desk or large item of furniture.
• If you want your WiFi coverage over a large area, try a WiFi extender or similar product.

Changing the WiFi channel

The WiFi channel the modem currently uses might be crowded with WiFi signals of other nearby modems. Switching to a different channel can improve your WiFi connectivity. Learn how to change your WiFi channel

Factory reset your modem

Factory resetting your modem will restore its settings back to default. This can resolve any internet related problems if they are due to a modem setting configuration. Learn how to factory reset your modem